Analyst, GBS - Contact Center Quality-1
The Kraft Heinz Company • Ciudad de México, Mexico
Role Description
Description
Position Overview
The WFM Analyst is responsible for forecasting demand, staffing, scheduling, and intraday performance support for Contact Center operations, ensuring service level goals are met while optimizing labor efficiency. This role converts operational data into actionable plans and insights, partnering closely with Operations, Training, Quality, and Leadership. The ideal candidate is highly analytical, advanced in Excel, comfortable with BI tools, and strong in forecasting methodologies and performance reporting.
Primary Responsibilities
Own end-to-end WFM planning by building and maintaining interval-level forecasts (15/30 minutes) across channels/contact types, incorporating seasonality, historical trends and business drivers (promotions, product events, peak seasons), while tracking and improving accuracy through MAPE/Bias and documented assumptions.
Translate demand into staffing and ...